医院服务文化及其对员工绩效的影响研究  

Study on hospital service culture and its influence on employee performance

作　　者：蒋宗顺 张卫国 覃秀学 吴凤萍 Jiang Zongshun Zhang Weiguo Qin Xiuxue et al.(Tanzhong General Hospital of Liuzhou, Guangxi 545007, Chin)

机构地区：[1]广西柳州市潭中人民医院,545007

出　　处：《中国医疗管理科学》2017年第3期54-58,共5页Chinese Journal Of Medical Management Sciences

摘　　要：目的构建本土化的医院服务文化结构模型并探明其与员工绩效的相关性。方法通过质性与量化研究构建出医院服务文化结构模型,并将其制成医院服务文化问卷及采用工作绩效量表对样本进行调查分析。结果医院服务文化模型符合建模标准,该模型由归属感、成就感、能力发展、自我调和、人性化、有效沟通、效能性、共赢性8个因子构成,且这8个因子均与员工绩效呈显著正相关(P<0.01)。回归分析显示,其中5因子对员工绩效的预测系数分布在0.140~0.447之间(P<0.001)。结论医院服务文化中的效能性、成就感、归属感、能力发展、有效沟通对员工绩效起正向影响作用。Objective The paper aims to build a localized structural model of hospital service culture and explore its correlation with employee performance. Method A structural model of hospital service culture was built through qualitative and quantitative studies and made into a questionnaire about hospital service culture, and samples were surveyed and analyzed with a job performance scale. Result The model of hospital service culture was consistent with modeling standard and composed of 8 factors, namely, sense of belonging, sense of accomplishment, capability development, self-reconciliation, humanization, effective communication, efficiency, and win-win nature, and all of the 8 factors were significantly positively correlated with employee performance （P 〈 0.01）. It was showed by regression analysis that the predictive coefficients of 5 factors to employee performance all ranged between 0.140 -0.447 （P 〈 0.001）. Conclusion The efficiency, sense of accomplishment, sense of belonging, capability development, and effective communication in hospital service culture have a positive influence on employee performance.

关 键 词：医疗服务 医院文化 员工绩效 

分 类 号：R197.3[医药卫生—卫生事业管理]